Apple tweaks warranty policy on MacBook cracks

In an apparent 180 degree turn, Apple appears to have changed its policy regarding cracks in its MacBook line by telling its authorized service centers to say yes to cracks. A bulletin was reportedly sent out to those deemed worthy of servicing Macs, according to AppleInsider, stating that the bottom of non-unibody MacBooks can indeed crack. If the service provider can't determine whether the cracks are from customer abuse or a manufacturing flaw, the service provider should "escalate" the repair to Apple.

This, of course, suggests that Apple is now repairing cracks to the bottom of the case after a rather long period of refusal. Apple previously repaired cracks of the same nature on the top portion of the bottom casing.

The bulletin shows the four most common areas in which the cases are known to crack, but was careful to note that the same cracks could be found in other places. The portion below the palmrest, around the I/O ports, back corners, and the venting area were all named as potential problem areas. Further, it seems Apple is willing to treat machines regardless of warranty status. This is good news for those of you who have spotted cracks but neglected to pick up the MacBook AppleCare package in time.

The last generation MacBooks are certainly not the first to suffer from flaws. Many of the company's titanium G4 PowerBooks suffered from warping and there was a widespread logic board issue in the iBook line. There have also been hinge issues on several models along the way. I have yet to find any cracks on my Santa Rosa MacBook and I hope it stays that way, but not having to worry about Apple's coverage if it does happen is a good thing.

12 Reader Comments

You know this is why I am willing to pay the mac tax. Yeah I know no such thing exists but if there was one I would pay it.

I got my LCD replaced in warranty and it was the most painless warranty experience imaginable. The glass screen had diagonal ripples (manufacturing defect) and they replaced it without hassle.

I have a crack near my vent area but thought maybe it was user abuse. It went out of warranty 2 months ago but I might just go get it fixed if I think that the crack will get worse. The laptop obviously works great.

You know this is why I am willing to pay the mac tax. Yeah I know no such thing exists but if there was one I would pay it.

You're willing to pay extra for a computer that is prone to cracking? And for a warranty that doesn't cover the problem until Apple eventually decides that it will? You wouldn't have had "the most painless warranty experience imaginable" if you'd tried to get that crack fixed before today. And what makes you think that Apple will fix it for free outside of warranty? Just because the problem will be "escalated" doesn't mean that Apple will choose to fix it.

Why not instead buy a product from a company that designs its products not to break, and then stands behind them from the beginning when they do? It seems like a great deal of Apple products have widespread issues like this.

You're willing to pay extra for a computer that is prone to cracking? And for a warranty that doesn't cover the problem until Apple eventually decides that it will? You wouldn't have had "the most painless warranty experience imaginable" if you'd tried to get that crack fixed before today. And what makes you think that Apple will fix it for free outside of warranty? Just because the problem will be "escalated" doesn't mean that Apple will choose to fix it.

The crack is on the underside, not structural or cosmetic. I can replace it if I feel like I want to. I didn't re-use my most painless warranty experience because I don't like to be without the macbook for 3-4 days.

[/QUOTE]Why not instead buy a product from a company that designs its products not to break, and then stands behind them from the beginning when they do? It seems like a great deal of Apple products have widespread issues like this.[/QUOTE]Space shuttles crash, apple computers crack. Its not really a big deal I think.

Slurm makes a good point that the parts being replaced are not any better. You would think that Apple could provide a improvement in a defect rather then just replace a defective part with another. It is interesting how Apple fans always defend these problems as if they are no big deal. Yet, I see very little PC cracking except by abuse. It does prove my assumption that Apple does not provide better quality, just better looking products which can be made from inferior materials. All Apple wants to do it get you past the warranty period then wash its hands of you. Not any different then most product manufactures. Apple fans need to realize Apple is no different then any other greedy company. In fact they are a bit worse in my opinion.

Originally posted by barich:Why not instead buy a product from a company that designs its products not to break, and then stands behind them from the beginning when they do? It seems like a great deal of Apple products have widespread issues like this.

name me one and I am sold.

*background voice: Shun the non-believer!* (If you have not seen Charlie and the candy mountain, please don't now. It is disturbing.)

Same thing happened to three MacBooks in our family. Same place. I bought a new keyboard assembly off of eBay for one of them and installed it. Wish I'd waited and heard about this.

One the Mac warranty service... I'm not pleased at all. My wife has had 8 Macs since 2002 (2 iMacs, 1 MacBook Pro, 5 MacBooks) and all have broken both inside warranty and then, of course, outside of warranty as well. Some of the "8" number includes the machines replaced during warranty, not all ones we actually purchased.

Her latest MacBook is now dying as well, under warranty, but we've been unable to get Apple to do anything about it because it's not "repeatable". The hard drive will occasionally do its click-of-death and freeze the machine and be unable to reboot (folder with a question mark). The service drones at the local Apple store took the machine, made a note of it, called us the next day saying to pick it up, and then when we got there, looked over the paperwork and it said "no trouble found". Gee, thanks. They said if it totally failed later, they might repair under warranty since we brought it in before. *Might*. The machine is fully backed up, and I could buy a new drive off of Newegg for $70 and put it in myself, but it's the principle.

I had cracking/chipping on the top front edge of the bottom of my blackbook. When I brought it in for a different warranty repair, I asked what could be done about it. The guy immediately said they'd replace that top bit, no problem. When I asked if the new piece would also crack later, he told me they changed the part to be reinforced. So far, it hasn't chipped again. So that's good.

I've got generally negative feelings about Apple's service and build quality, though. My G4 Mac Mini (my first Mac) has never had a problem in its life (beyond a kernel panic once when I accidentally covered the vents and it overheated), but my blackbook, which I bought as a refurb from them, has been in for service several times, and some of the times were as a result of their previous improper repairs. I know they try, but some of their repair people are incompetent, resulting in a couple of weeks' worth of lost use as a result. And I suspect that if I hadn't paid for the extended warranty, almost none of these problems would have been fixed for free. I've taken my laptop off my desk maybe a dozen times since I first booted it (not counting all the repair trips. Total battery cycling = 17 in any case) so it's not like I'm carrying it with me and letting it get banged around. My previous laptop from Sony and even a Gateway laptop from work both were much more rugged, and I took them everywhere. So I'm disappointed with the Apple hardware experience overall.

Originally posted by barich:Why not instead buy a product from a company that designs its products not to break, and then stands behind them from the beginning when they do? It seems like a great deal of Apple products have widespread issues like this.